Epicenter believes that
training for call center associates
is a major differentiator. The objective
of our training program is to build
a comprehensive skill set for the Customer
Relationship Associates (CRAs).
Our Associates undergo initial training
in the following areas:
(a) Behavioral Skills
(b) Functional Skills
(c) Company Value and Culture
Initial
Training |
Duration
in (hrs) |
Induction |
16 |
Voice
& Accent
|
60 |
Soft
Skills
|
40 |
| Functional
Training |
Systems
Training |
20 |
Process
Training
|
20 |
Key
Board Skills |
04 |
Product
Training |
80 |
Initial
Training Hours
|
240 |
|
The Initial Training is for over 240
hrs and includes areas like Voice
and Accent, Customer Service, Telemarketing,
Attitude, Telephone Etiquette, Listening
Skills and Computer/ Systems Training.
Each Training Module has continuous
assessments through Classroom Lectures,
Group Assignments, Presentations and
Role-plays. A consistent effort is
made to make the training period interesting
and exciting by incorporating games,
team activities, etc.
Experienced and qualified trainers
conduct all training programs. There
is a system in place to evaluate the
effectiveness of training programs
and trainers and this serves as the
basis to bring about improvements
and make changes.
Throughout the training process,
the performance of the trainee is
rated and monitored. On successful
completion of the final assessment,
the trainees are allowed to move into
product specific training on customer
projects.
|
